Are you having difficulty receiving the 2FA email when trying to log in or use VeVe services?
When you log in or use a VeVe feature that requires additional authentication you will be prompted to enter a 6-digit one-time password (OTP). This 2FA (two-factor authentication) process is automatic and protects user accounts with an additional layer of security. It can't be turned off or disabled for specific users.
This code is sent to the email address associated with your VeVe account. If you aren't receiving the email, there are a number of troubleshooting steps you need to take before contacting support.
- Please wait 20 minutes before trying again: You may have been locked out for trying too many times in a short period of time.
- Check that your account email address is correct: It's easy to get your VeVe email address wrong, especially if you have more than one account. Make sure you're trying to request a 2FA code for the right email address (check your email address history for your VeVe signup confirmation emails to be sure you're using the right account).
- Check your junk mail / spam folders: Check the junk mail or spam folders in your email software for an email from firstname.lastname@example.org with the subject "VE-VE: Your 2FA Code". You should also go to the website of your mail provider (for example, if you have a Gmail account, you should visit https://gmail.com) and check the spam and junk mail folders there
- Check your forwarding rules: If you have forwarding turned on, you may need to turn off the option to delete the original copy. For Gmail, for example, in the Forwarding and POP/IMAP tab, we recommend that you choose the option to Keep Gmail's copy in the Inbox
- Whitelist the VeVe email address email@example.com: Add the email address firstname.lastname@example.org to your contacts and also "whitelist" or "allowlist" the email address with your mail provider. For example
- Check with your ISP / IT administrator: Check that your ISP or your company IT software is not blocking or marking the 2FA emails as spam.
- Web URL Fix for Password/2fa Emails Double check the web URL. If it starts with web.api.app instead of api.app, you’ll need to remove the “web” prefix, and that will usually resolve this.
If you have tried all of these steps to no avail, you can log a ticket with us. We'll confirm you have followed all of these steps before trying other options.